Supporter Services Executive

  • Location - Hendon, United Kingdom
  • Job type - Full Time
  • Salary - £26,000 - £28,000 (dependant on experience)
  • Applications closed
Saracens Ltd Published 1 month ago

Applications for this position are now closed.

We are looking to appoint a highly motivated Supporter Services Executive to our current team. In this role you will provide all-round administration and customer service to assist with the smooth running of the Supporter Services department, which covers men and women’s rugby, netball, sports camps and other activities and events. Working as part of the team you will play a key role in ensuring all supporter services requests and enquiries are addressed in the appropriate manner.

The successful candidate will support the operation of the ticketing department from memberships, individual match sales and seasonal products, to any other event taking place at StoneX Stadium, using the ticketing system (currently Ticketmaster Sport XR) and service management tool (currently Zendesk) to manage bookings and requests for supporters, and deal with any queries or concerns.

You will support the Club’s objective of creating a smooth purchase process for our supporters and grow the Club’s fan base by maximising sales opportunities through all commercial areas of the business including Ticketing, Hospitality and Retail. You will have a proven track record of providing service excellence in a customer-facing role requiring the use of a computer system, as well as excellent communication, administrative and organisational skills.

This a full-time position, based at StoneX Stadium. The role requires the post holder to work on all Men’s match days and potentially some Women’s and other games, with time given back in lieu.

Duties include:

  • Answering phone calls, emails and any other inbound communications from Saracens supporters
  • Processing ticket sales through our ticketing software and use the system to investigate customer queries
  • Responding to customer queries effectively, highlighting and escalating concerns as necessary
  • Dealing with problems and challenges in a fair and consistent manner
  • Dealing with accessibility requests
  • Liaising with internal teams and external suppliers as required
  • Dealing with any special projects as and when required (e.g. outbound memberships renewals campaigns
  • Dealing with special requests (e.g. tours / birthdays shout-outs / signings / charity requests / other special requests etc), liaising with other departments as necessary
  • Ticket office – preparing for, setting up and dealing with matchday ticket sales, ticket collections and queries
  • Demonstrating best working practices in all duties and complying with all company policies, processes, and procedures.

 

Your skills and experience:

  • 2+ years in a similar role within a customer-facing role requiring use of a computer system
  • Experience with the Ticketmaster Sport XR ticketing platform an advantage
  • Excellent interpersonal and telephone skills
  • Excellent standard of written English
  • Confident in MS Excel, Word and Outlook
  • Experience with bespoke computer software packages
  • Great attention to detail
  • Self-starter, with drive, determination, and pro-active approach
  • Flexible and positive attitude
  • Motivated by a passion for quality and great service delivery
  • Ability to provide excellent customer service, inspiring customer trust and confidence
  • Comfortable and confident in communicating with supporters of all ages
  • Ability to multi-task, think fast, and deliver solutions to customer and team requirements
  • Ability to work well under pressure and adhere to pressured deadlines
  • Ability to anticipate problems and offer solutions
  • Ability to communicate at all levels.

 

What we offer:

  • £26,000 -£28,000 (Dependant on experience)
  • 25 days annual leave
  • Company pension scheme
  • Cycle to work scheme
  • Ability to ballot for match tickets for home games

 

How to apply:

Candidates should apply for the post by submitting a full covering letter along with a CV. Applications to be sent to Sangita Asani, People Business Partner, at recruitment@saracens.net

Closing date: Friday 31st May 2024 at 5.00pm.

Saracens positively welcomes and seeks to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment. We encourage applications from all candidates regardless of age, race, gender, gender identity, gender expression, religion, sexual orientation, disability, or nationality.

Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

 

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